Unparallel?

Has anyone had an experience ordering direct from Unparallel? I ordered a pair of shoes in January but haven't had any communication about shipping.  I've sent a couple of emails with no response and tried to call, but the phone keeps ringing and no one ever picks up. 

I'm not trying to be a pain in the ass, but curious if anyone has a different way to get in touch with the folks over there? 

I have only had positive experiences. That's super odd. I'm not really sure what to tell you. Seems like you have exhausted options other than banging on windows. Have you used the contact on their website? I'm sure you have but that's an option.

Keep at it, I'm sure they will be very apologetic, I have had nothing but great CS from them. And I LOVE their shoes (even if it's 60% the rubber)

Their customer service is non-existent, I would not recommend them to anyone at this point. I sent in brand new shoes for a refund in November and they did not give me a refund until Feb-only because I E-mailed them about it.

1. They literally don't respond to E-mails
2. They never pick up the phone
3. They won't give refunds unless you E-mail them and remind them.
4. 15 dollar two-day shipping, but it's been 10 days since I was charged and still no shoes.

I love a couple of their shoes, but I am just over this nonsense.

I bought a pair of shoes off their website 7 days ago. CC charged, no shipping confirmation and no reply to my inquiry 2 days ago.

Kyle MacKrell wrote:

I bought a pair of shoes off their website 7 days ago. CC charged, no shipping confirmation and no reply to my inquiry 2 days ago.

Last year my shoes would come in 3 days, it's been 10 days for me and still no shoes. My orders from 2022 still say "Processing" even though I've gotten the product.

I returned a pair of shoes which arrived 04-February: still haven’t received a refund.

A buddy of mine had a pair of shoes delaminate on his second board session.. He ordered a replacement pair of shoes over three weeks ago which still haven’t arrived.  

Can’t say I will ever order from them again

I'm done with UP.  I like the shoes, but can't deal with absolute-shit customer service.  I am also waiting for a refund after racking up a fortune paying shipping both ways on exchanges that never resulted in shoes that fit.  They don't answer the phone.  I've promoted them and tried to work through their issues, but my patience is gone and I won't buy from them again.  I don't recommend that you do business with them.  If you can find the shoes retail and know they fit, buy them.  But, ordering from UP is likely to result in lots of shipping fees, no communication, forever waiting for refund.

Mitchell L wrote:

 He ordered a replacement pair of shoes over three weeks ago which still haven’t arrived.  

Criminal what they're doing keeping everyone in the dark when we all paid for 2 day shipping at minimum.

I'm convinced they went out of business or something.  I've emailed three times, called every day and never got an answer and ordered on 1/25 with still a charge on my credit card and no shoes. 

Oh No!

I’ve ordered directly from UP many times, and I’m usually shocked at the speed of delivery! Sometimes within 48hrs (I do live in SoCal)

I just ordered 2 pairs yesterday- so we’ll see how that goes..

My previous order was Jan 7th.. the Mocs I ordered were back ordered- customer service reached out the next morning, offered me Mocs in Green- I agreed, and they arrived the next day.
a week ago I reached out again asking if I could get another pair of green Mocs- with a prompt reply from customer service. 

I did suspect that customer service was maybe being handled by a 3rd party, or at least someone with pretty poor English communication skills.. they kept referring to “UP” in weird ways- like they didn’t work their.. sort of 3rd person, and when I asked if I could get more Green Mocs they told me to request them on the order notes- but couldn’t actually tell me if they had them or not.. 

i just looked at the website and it says 

“We are unable to fulfill orders due to supply issues”

And all models are marked “out of stock” 

https://www.unparallelsports.com/product-category/climbing/

Have had OK customer service in the past. Definitely had to email to remind them of refund. Sizing is all over the place. Really want to love this company but they have some work to do. Placed order on Feb 10. We will see. Their social media is quite active.

About to dispute my charges, unless they have an updates on social media soon.

And no one is answering the phone...

I had an order on Feb 2.  Finally got an email yesterday that they do not have the shoe in stock.  I confirmed that I would be OK with a different color scheme. The UPS tracking number provided says the package is arriving tomorrow. Let's see

I sent a pair back for resole two months ago. No confirmation, no communication. I'm just assuming I'll never see them again. 

Tim FromMaine wrote:

I sent a pair back for resole two months ago. No confirmation, no communication. I'm just assuming I'll never see them again. 

Their advertised turnaround is 2-3 months. Betting you’ll see them. I have never had a resoler send a confirmation until they charge my card and confirm resole

Tim FromMaine wrote:

I sent a pair back for resole two months ago. No confirmation, no communication. I'm just assuming I'll never see them again. 

LOL yeah that's how it feels dealing with them for anything.

Yeah UnParallel's customer service is hilariously bad in my experience. I've never had anyone answer the phone and emailing them does work but isn't the most effective. While I think I like their shoes I think their sizing/fit isn't great. I have UP Rise Pros and to get my toes slightly curled for crack climbing I have all of this dead space above my foot. Which doesn't make sense to me as the shoes are meant for crack climbing so why make it have dead space unless your feet are scrunched up enough for a sport shoe. Honestly they aren't spectacular either so I wonder if I would prefer TC Pros.

I sent in a pair of shoes for resole last August and got them back in October but until they were about to resole them and send them back I had zero communication. Then (idk why) I sent in another pair of shoes for resoling in December and haven't heard a word from them but I'm assuming it'll be the same as last time, nothing until the very end. I've never done other resoles so I don't know if this is regular but I can't imagine it is.

Good rubber and okay shoes but I can't really recommend them.

Thomas Gilmore wrote:

And no one is answering the phone...

Has been changed from “supply issues” to “technical issues” 

Anyone get updates on their orders?